Gender Matters in Hospitality (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)

This article is a review paper, which examines the place of gender in hospitality research and education and discusses the significance of hospitality for women's employment and entrepreneurship opportunities. The paper’s main purpose, however, is to speculate on the future of hospitality gender research and women’s employment prospects in the industry. It suggests that, despite the emergence of gender perspectives in hospitality research and the recent rise of popular feminism in response to high-profile sexual harassment cases and a well-publicised gender pay gap, gender still does not occupy mainstream territory in the field. The paper stresses the continued missed opportunities of neglecting female talent and calls on female and male leaders to shape a gender-just future in hospitality study and practice by mentoring and holding hierarchies to account. The paper identifies AI and robotics and sexual exploitation and harassment as two areas in which hospitality gender scholars could lead scholarship and policy debates on gendered human experiences.     

Hospitality employment 2033: A backcasting perspective (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)

Work in hospitality remain a persistent blemish with respect to one of the world’s fast growing economic sectors. Issues are represented across a wide spectrum of indicators and have not changed, in substance, since George Orwell’s challenging musings about the social value of such work in 1933. In this paper, we assess the extent to which change can be evidenced with respect to hospitality employment. We employ backcasting methodologies to delineate where hospitality employment should be by 2033. Finally, we map the steps that will be required to get there and, to achieve this, attribute responsibility to key players.     

Experienscape: expanding the concept of servicescape with a multi-stakeholder and multi-disciplinary approach (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)

Since Bitner’s (1992) introduction of the servicescape concept, many conceptual and empirical studies have been conducted. Even though a relatively solid theoretical base has been established, the nature of the concept has not been updated with contemporary views on theories explaining behavior of consumers, employees and other stakeholders. Hence, the current study scanned the literature on servicescape and relevant concepts in order to update servicescape. The review of literature resulted in a new term, experienscape that is enhanced with the organizational culture of hospitality and the inclusion of employees, as both internal customers and service providers, as well as other stakeholders. For a comprehensive understanding of experienscape, a multidisciplinary approach is proposed by integrating views and theories from marketing, human resource management, organizational behavior, psychology, social psychology, communication, architecture, environmental design, and other related fields.     

How hospitality brands grow: What hospitality marketers should know about Andrew Ehrenberg’s work (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)

Andrew Ehrenberg’s work challenges the emphasis that hospitality marketing practitioners, educators and academic researchers place on segmentation, targeting (especially of heavy users), positioning, and meaningful brand differentiation. However, few marketing practitioners and scholars in hospitality appear familiar with this work. This invited paper attempts to increase awareness and appreciation of Ehrenberg’s work as well as its relevance to and implications for hospitality marketing. Topics covered include the NBD Law, Law of Double Jeopardy, Duplication of Purchase Law, and Law of Natural Monopoly as well as the evidence of weak brand segmentation, low perceived brand uniqueness, and the generalizability of the brand belief-usage relationship.     

Encouraging hospitality guest engagement in responsible action: Building comprehensive theoretical models to support effective action (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)

Growing concerns about the state of the global environment and growing awareness of issues related to poverty and economic inequality are putting pressure on both the public and private sector to improve their sustainability performance. Hospitality businesses are at the frontline of such pressures on leisure and tourism consumption. In response there has been extensive adoption of corporate environmental and social responsibility programs in accommodation and food businesses. These programs need both the support of consumers to pay for theses initiatives and their participation in a range of behaviors. The challenge for hospitality managers is how to encourage this guest participation in corporate responsibility programs. The challenge for hospitality researchers is provide guidance to these managers based on sound research guided by appropriate theory. While researchers have begun to respond to this challenge with increasing studies focused on guest participation, the area as whole suffers from a number of misuses of psychological theory. The paper reviews the available studies focusing on their use and misuse of psychological concepts and theories. It then seeks to address these issues by setting out a dual-processing theoretical framework that links different pathways to desired guest participation to their appropriate concepts and theories. The aim is to provide researchers in this area with a better understanding of the core aspects of psychology relevant to this research area. It is hoped that the use of more appropriate concepts and theories will both improve the quality of research in this area and through this, provide more practical recommendations for hospitality managers.     

A critical review of determinants of information search behavior and utilization of online reviews in decision making process (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)

This conceptual paper provides a brief review of hospitality consumers’ information search behavior and the factors that are likely to influence their information search behavior and their utilization and processing of online reviews. This study focuses on the factors such as information overload, confusion, information processing, information presentation format, trust and evaluation mode that has not received much attention from hospitality scholars in addition to discussing the impacts of perceived risk and familiarity on information search and information processing approaches utilized by hospitality consumers. This study also discusses opportunities for hospitality researchers to empirically examine the extent to which each of the factors discussed might influence hospitality consumers information search, information processing and especially their utilization of online reviews in their decision making process.     

Progress in Tourism Management: Is urban tourism a paradoxical research domain? Progress since 2011 and prospects for the future

This paper reviews progress in the field of urban tourism, revisiting and challenging the validity of the paradoxes presented in the paper by Ashworth and Page (2011). To do this, the paper examines the expansion of research endeavours in urban tourism in relation to these paradoxes, including the outputs in dedicated journals on city tourism along with the wider range of outputs generated since 2011 in social science. It also revisits the initial proposition set out regarding an imbalance in attention in urban tourism research (Ashworth 1989, 2003) and how this has been addressed through a broader development of thinking at the intersection of urbanism and tourism. It is a selective review of progress in the field, highlighting the challenges of deriving theory from western modes of analysis that need re-thinking in relation to the global south, notably Africa as well as developments in Asia and the Middle East.     

‘Working Out’ Identity: Distance Runners and the Management of Disrupted Identity

Abstract

This article contributes fresh perspectives to the empirical literature on the sociology of the body, and of leisure and identity, by analysing the impact of long‐term injury on the identities of two amateur but serious middle/long‐distance runners. Employing a symbolic interactionist framework, and utilising data derived from a collaborative autoethnographic project, it explores the role of ‘identity work’ in providing continuity of identity during the liminality of long‐term injury and rehabilitation, which poses a fundamental challenge to athletic identity. Specifically, the analysis applies Snow and Anderson’s (1995 Snow, D. A. and Anderson, L. 1995. “The problem of identity construction among the homeless”. In Symbolic Interaction: An Introduction to Social Psychology, Edited by: Hermann, N. J. and Reynolds, L. T. New York: General Hall.  [Google Scholar]) and Perinbanayagam’s (2000 Perinbanayagam, R. S. 2000. The Presence of Self, Oxford: Rowman & Littlefield.  [Google Scholar]) theoretical conceptualisations in order to examine the various forms of identity work undertaken by the injured participants, along the dimensions of materialistic, associative and vocabularic identifications. Such identity work was found to be crucial in sustaining a credible sporting identity in the face of disruption to the running self, and in generating momentum towards the goal of restitution to full running fitness and re‐engagement with a cherished form of leisure.     

International hotel chains and environmental protection: an analysis of Hilton's we care! programme (Europe, 2006–2008)

Using the case study method, this paper evaluates and analyses Hilton's we care! programme for improving the environmental performance of the 70 Hilton Worldwide hotels in operation in Continental Europe in 2006–2008. It explores the practical dimension of “greening” hotel operations in the context of corporate social responsibility (CSR), and demonstrates the close links between CSR and human resource management (HRM) in hotels. It deepens the understanding of corporate environmentalism and seeks to disseminate best practice among hospitality managers. The programme's distinctive and innovative character as well as its weaknesses and strengths are highlighted. Barriers to behavioural change in hotel operation are discussed. The programme involved over 16,000 employees, created hotel-specific action teams linking all employee levels and reduced energy use per square metre by 15%, water use and CO₂ emissions per guest night by 8% each over three years. Avoided utility costs totalled US$16 million, of which US$9.6 million can be attributed to changes in human behaviour. The paper makes a case for a holistic approach that combines the introduction of IT-based measurement and performance-assessing tools with genuine employee empowerment and green awareness raising. The study concludes with future managerial policy recommendations that simultaneously bear upon corporate environmentalism and HRM.     

Effectiveness of the hotel websites in Singapore: A perspective from Business‐to‐Business (B2B) organisations

Internet marketing in hotels allows potential users to learn about the hotels, to tour hotel facilities and to compare prices among other benefits without directly interacting with a hotel representative. For some users, Internet is the first and only channel consulted when booking hotel accommodations. In the present age, Internet is increasingly becoming both an opportunity and a challenge for hotel marketers. The opportunity lies in reaching users directly through Internet sites. The challenge is to get the guests’ attention long enough to tell the marketers’ story (Connolly, Olsen and Moore, 1998). It has always been controversial as to how effective Internet marketing can be. Both firms and researchers have indicated that the measuring of effectiveness of Internet marketing is a multidimensional question. This study sought to examine the effectiveness of business‐to‐business Internet marketing in the hotel industry in Singapore through analysing the differences between the travel agents expectations of service and hotels’ understanding of those expectations. A total of 66 hotel websites in Singapore were scanned to give the features analysis. On the basis of the perception scores of 112 inbound travel agents, the study identified the gaps between the users and the website provider (hotel industry).     

‘Intelligent investment’? Welsh sport policy and the (in)visibility of ‘race’

ABSTRACT

In this paper, we draw on research conducted in Wales to consider reasons for participation and non-participation in sport and physical activity among Black and minoritised ethnic (BME) groups. This study exposes the challenge at the heart of sports policy in relation to ‘race’ and ethnicity in Wales that, if not addressed, may lead to the marginalisation of attempts to increase BME participation in sport and physical activity despite good intent. It points to a disjuncture between supply and demand and leads us to question the extent to which such policies resonate with the interests, needs and lived experiences of people from different BME communities in Wales. We draw on testimonies of policy-makers and implementers, as well as individuals from various BME communities in five regions of Wales, to consider the extent to which national sports policy encourages strategies to increase participation among different ethnic groups. We suggest that increasing participation among BME communities and other ‘hard-to-reach’ groups must go beyond accounting for the supply aspects of sport and physical activity to consider more critically the plethora of barriers and exclusions facing many BME communities. We conclude by arguing that for racial inequalities to be reduced, and promises such as ‘sport for all’ to be realised, the analysis of policy needs to be related to broader relations of power in the culture of both sport and society.     

‘Heritagisation’, a challenge for tourism promotion and regional development: an example of food heritage

As a marker of regional identity, heritage remains a complex field of inquiry. The discussion proposed here will use food to investigate the process of heritage construction or ‘heritagisation’ as an important issue for rural tourism promotion. If food today is considered to be a locus of inter-cultural exchange that contributes to the construction of social identities, then it could also be considered as an important resource for rural development strategy. As it is also strongly associated with the tourism sector, gastronomic heritage, in its forms of construction and mobilisation, calls into question the social and cultural dynamics of a given space. The objective of this discussion is twofold and will treat the notion of heritage as a social construct and as a resource for action. We will attempt to answer the following question: At what point can heritage become a resource and component of professional opportunities? To what extent does this prove to be undeniably subject to the process of local ownership? Methodological note: I emphasise that this discussion, which results from a study of three rural regions in France, will attempt to formally and objectively posit a means of comprehending the process of heritage creation.     

Halal tourism: antecedent of tourist’s satisfaction and word of mouth (WOM)

The concept of Halal tourism has emerged recently in research. It becomes an important factor in determining the satisfaction of tourists or their loyalty. However, this concept is still not well known; thus, it needs to be developed in certain areas. The research was conducted to see the link between the attributes of Halal tourism (i.e. Islamic facility, Halalness, general Islamic morality, and alcohol drinks- and gambling-free), satisfaction of tourists and word of mouth (WOM). The respondents of the research were 345 derived from 5 municipals in West Sumatera, Indonesia. The research used structural equation model. The result of the research shows that the attributes of Halal tourism have significant impacts on satisfaction of tourists and WOM. There is no significant direct relationship between the attributes of Halal tourism and WOM. However, the satisfaction of tourists is significant as the mediator. Furthermore, some limitations and future research are discussed.